CXone Developer Lead

We are seeking an experienced NICE CXone Development Lead who can provide hands‑on technical leadership, solution design, and delivery ownership on the NICE CXone platform. The role requires deep expertise in CXone configuration, IVR/Studio development, WFM/WEM, integrations, and AI‑enabled CX features, along with the ability to mentor teams and drive best practices across complex contact center implementations.

• Own technical architecture, detailed design, and development on the NICE CXone platform
• Act as hands‑on SME and technical lead, contributing directly to configuration, scripting, and solution build
• Design and deliver end‑to‑end CXone solutions including IVR/Studio call flows, omnichannel workflows, and CRM‑embedded agent experiences
• Define and drive technology roadmaps aligned with NICE best practices for scalability, performance, and security
• Work closely with business, architects, and delivery teams to understand requirements and design target‑state solutions
• Lead integration design and implementation, including CRM screen pops and REST‑based integrations
• Conduct code/configuration reviews to ensure quality, maintainability, and security
• Coach and mentor developers; provide technical guidance across the team
• Contribute to architecture plans, estimates, and delivery timelines
• Support change and release initiatives related to CXone platform enhancements

• 6+ years of experience in CCaaS platforms, with strong focus on NICE CXone
• 5+ years of hands‑on experience with NICE IVR/Studio scripting, WFM/WEM, reports and dashboards
• Experience with CRM‑embedded CXone agent, screen pop, and customer journey integration
• 2+ years of hands‑on experience with REST/API‑based CRM integrations
• Strong understanding of AI/ML capabilities within NICE CXone and AI‑led CX use cases
• NICE Advanced Certifications (preferred)
• Strong knowledge of Agile delivery, Jira, and Scrum
• Excellent communication, documentation, and presentation skills

The base compensation range for this role in the posted location is: 90,000 to 120,000.

Capgemini offers a comprehensive, non‑negotiable benefits package to all regular, full‑time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A‑F), defined by policy:
  Vacation 12‑25 days, depending on grade; company paid holidays; personal days; sick leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the duties, responsibilities and qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship.

Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.